Whether or not the customer is always right, customer satisfaction is a crucial part of achieving success in the hospitality industry.
This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public.
The video also discusses:
- servicescape, SERVQUAL, and service recovery
- the benefits of good customer service in terms of both return business and employee morale
- the role of management in maintaining high customer service standards
Viewing time: 19 minutes. In English, with English-language subtitles. 2011.
Click here to view a video clip.
Click here to download a free viewable/printable worksheet.
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